Walmart

Senior Manager, Program Management, BPO Operations - Seller Support

Walmart

full-time

Posted on:

Location Type: Office

Location: Bentonville • Washington • United States

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Salary

💰 $80,000 - $155,000 per year

Job Level

Senior

About the role

  • Provide strategic leadership for global Seller Support BPO operations, overseeing multiple outsourcing partners.
  • Own the service delivery charter, ensuring partners meet or exceed quality, efficiency, SLA, and seller experience metrics.
  • Design and mature governance frameworks covering performance management, risk, compliance, escalation, and continuous improvement.
  • Ensure contractual obligations are met, including SLAs, KPIs, commercial terms, staffing models, and compliance requirements.
  • Lead the end-to-end BPO partner lifecycle, including sourcing strategy, partner selection, due diligence, onboarding, and launch.
  • Continuously assess partner capabilities and capacity to support short- and long-term Marketplace needs.
  • Ensure BPO partners have the necessary support, inputs, and alignment from internal teams to operate successfully.
  • Leverage data and insights to identify performance gaps, improve productivity, and optimize cost-to-serve without compromising seller experience.
  • Champion scalable, standardized approaches while enabling flexibility to meet regional and seller-specific needs.
  • Influence and develop BPO Managers and internal teams, fostering a culture of accountability, learning, and continuous improvement.

Requirements

  • Bachelor’s degree in Business, Operations, Supply Chain, or related field (or equivalent experience).
  • 8+ years of experience in BPO, contact center, or large-scale customer/seller support operations.
  • 3+ years of experience owning vendor/BPO relationships, including SLA management, scorecards, and corrective action plans.
  • Demonstrated experience managing multi-region and/or multi-vendor operations, including launches and scale-ups.
  • Strong analytical skills with the ability to interpret operational data and drive data-informed decisions.
  • Proven ability to influence cross-functional partners and senior stakeholders.
  • Excellent communication, execution, and program management skills.
Benefits
  • Health benefits include medical, vision and dental coverage.
  • Financial benefits include 401(k), stock purchase and company-paid life insurance.
  • Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting.
  • Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
  • Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
BPO operationsservice deliveryperformance managementrisk managementcompliancedata analysisvendor managementSLA managementprogram managementcontinuous improvement
Soft Skills
strategic leadershipinfluencecommunicationaccountabilitylearningcollaborationanalytical thinkingexecutionproblem-solvingflexibility